RACI matrix for Incident Management (2024)

Incident Management Overview
- Incident Management within the ITIL framework
- Incident Management application
- Incident Management process overview
- Input and output for Incident Management
- Key performance indicators for Incident Management
- RACI matrix for Incident Management

Develop > Processes and Best Practices Guide > Incident Management Overview > RACI matrix for Incident Management

A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. The RACI matrix for Incident Management is shown in the following table.

RACI Matrix for Incident Management
Process ID	Activity	Incident Manager	Incident Coordinator	Incident Analyst	Incident Operator	Service Desk Agent	Service Desk Manager	User
SO 2.1	Incident Logging and Categorization	A	I		R	R
SO 2.2	Incident Assignment	A	R	R
SO 2.3	Incident Investigation and Diagnosis	A	C/I	R				C/I
SO 2.4	Incident Resolution and Recovery	A	C/I	R				C/I
SO 2.5	Incident Review and Closure	A	C/I	R	I	I		I
SO 2.6	Incident Escalation	R/A	R	I
SO 2.7	SLA Monitoring	A/I	I	I		R
SO 2.8	OLA and UC Monitoring	A/I	R	I
SO 2.9	Complaint Handling	A/I					R	C/I